Complaints Officer

Job description

The Customer Resolutions Officer role is based within Credit Cards - Retail Complaints

The role of the Complaints Officer is to work as part of a team which is responsible for resolving complaints in accordance with the bank's agreed policies and legislative regulations by responding either in writing, by telephone or a combination of both and act as a referral point when complaints are escalated from First Point of Contact, Head Office, Executive and FOS cases.

This role offers the opportunity to liaise with multiple areas of the business

Your responsibilities will include:
· Investigating and resolving customer complaints within agreed timescales conforming to the bank's standards and following the departmental procedures.
· Working towards minimising the cost to the business incurred by service failures, taking a pro-active and logical approach to awards of compensation.
· Dealing with calls both inbound and outbound of the department to ensure correct ownership of the complain.
· Responding to internal and external customer complaints/enquires within set SLAs, conforming to the bank's standards in line with the mandated regulatory requirements set by Financial Ombudsman Service (FOS) and the Financial Conduct Authority (FCA) etc.
· Ensuring all actions take account of the likelihood of operational risk occurring and addressing any areas of concern in conjunction with line management and/or the appropriate department.
· Using commercial insight and judgement to make values-based decisions, even when this is not easy; thinking strategically and considering the implications of decisions, taking responsibility, following through and dealing with consequences.

Desired profile

The ideal candidate for this role will have:
·  Experience working in relevant environment/s, i.e. Customer Service
·  Relevant product knowledge including knowledge of Credit Card systems/product knowledge is desirable but not essential
·  Experience working in relevant environment/s, i.e. working in a fast paced environment whilst being able to maintain a superior level of customer service is desirable but not essential
·  Past working experience in a relevant role, i.e. customer services, working with others, proven communication skills, ability to adapt to change is desirable but not essential
·  Past working experience on relevant systems, i.e. Browser, One HSBC (e-Champs/OHC), Green Screens is desirable but not essential
·  Experience of using relevant software packages, i.e. Microsoft Word and Excel is desirable but not essential
·  A track record of gaining an understanding of customers' needs and delivering excellent customer service
·  Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
·  A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
The base location for this role is Birmingham, 120 Edmund Street

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Key search words: Customer Resolutions, Retail Complaints, Cards, Edmund Street